Customer Service Representative

  • Full Time
  • Anywhere
  • Posted 2 weeks ago

Job Description


Lead Customer Service Representative (Remote NYC)

Job LocationsUS-NY-New York

Requisition ID2022-78265

# of Openings 99

Job Function Call Center Operations

Job Schedule Regular Full-Time

Job Introduction

Maximus is looking for Remote Lead Customer Service Representatives. Our Lead CSR’s respond to enrollment services calls, provide responses to questions, mails information in response to request, and refers callers in the event of problems or concerns. They also, educate clients on managed care, assess clients’ health care needs and assist clients in choosing a health plan. If you’re looking for more than a job and want to grow in the healthcare industry, then this is the position for you.

About the Conflict-Free Evaluation and Enrollment Center (CFEEC)

The Conflict-Free Evaluation and Enrollment Center (CFEEC) serves the State of New York by conducting a UAS assessment to determine eligibility for community-based long-term services. The outcome of the assessment informs whether the individual qualifies for in-home services. We are rapidly expanding and have numerous exciting opportunities across the state!

Education and Experience Requirements

Essential Duties and Responsibilities:

  • Respond to customer inquiries received by telephone, Interactive Voice Response (IVR), or web-based portal regarding information on programs and services
  • Record customer interactions and transactions, by documenting details of inquiries, complaints, comments, and actions taken
  • Address customer inquiries and resolve problems to ensure that appropriate changes are made by following standard operating procedures to ensure consistency and accuracy
  • Refer unresolved customer grievances to designated departments for further investigation
  • Communicate with supervisor regarding any potential needs or concerns
  • Assist supervisor/manager with the management of daily activities over a group of agents that handle customer service inquiries and problems via the telephone and sometimes email
  • Provide direction and guidance to less experienced team members and provides coaching on how to handle more complex inquiries
  • Recognize and recommend areas needing improvement
  • Assist in scheduling and coordinating team activities
  • Provide input into hiring decisions and performance appraisals, as needed
  • Work on a variety of assignments requiring considerable judgement and initiative

Minimum Requirements:

  • High School diploma or equivalent
  • Associate degree, with 1.5 – 4 years of experience, plus additional training, or education in area of specialization including knowledge of the local community served
  • Experience in call center or customer service
  • Effective communication skills: ability to follow directions
  • Must be able to type 35 WPM
  • Proficient in Microsoft Office applications such as Excel, Power Point, and Word
  • Bilingual Candidates preferred
  • Able to draft or modify training materials and procedural documentation accurately
  • Skilled in handling challenging communications with external contacts for escalated matters

Home Office Requirements:

  • Candidates must have their own cell phone
  • Maximus provides company-issued computer equipment
  • Reliable high-speed internet service with 100 Mbps download speed (you can test this by going to

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MAXIMUS Introduction

Since 1975, Maximus has operated under its founding mission of Helping Government Serve the People, enabling citizens around the globe to successfully engage with their governments at all levels and across a variety of health and human services programs. Maximus delivers innovative business process management and technology solutions that contribute to improved outcomes for citizens and higher levels of productivity, accuracy, accountability and efficiency of government-sponsored programs. With more than 30,000 employees worldwide, Maximus is a proud partner to government agencies in the United States, Australia, Canada, Saudi Arabia, Singapore and the United Kingdom. For more information, visit

As a large employer and Federal contractor, Maximus is subject to various vaccine mandates across our lines of business. Maximus is committed to complying with any applicable vaccine mandates. The specific vaccine requirements for this position will be outlined throughout the selection process. Individuals who believe they may qualify for a medical or religious accommodation will have the opportunity to apply for an accommodation following an offer of employment.

EEO Statement

Active military service members, their spouses, and veteran candidates often embody the core competencies Maximus deems essential and bring a resiliency and dependability that greatly enhances our workforce. We recognize your unique skills and experiences, and want to provide you with a career path that allows you to continue making a difference for our country. We are proud of our connections to organizations dedicated to serving veterans and their families. If you are transitioning from military to civilian life, have prior service, are a retired veteran or a member of the National Guard or Reserves, or a spouse of an active military service member, we have challenging and rewarding career opportunities available for you. A committed and diverse workforce is our most important resource. Maximus is an Affirmative Action/Equal Opportunity Employer. Maximus provides equal employment opportunities to all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status or disabled status.

Pay Transparency

Maximus compensation is based on various factors including but not limited to a candidate’s education, training, experience, expected quality and quantity of work, required travel (if any), external market and internal value analysis including seniority and merit systems, as well as internal pay alignment. Annual salary is just one component of Maximus’s total compensation package. Other rewards may include short- and long-term incentives as well as program-specific awards. Additionally, Maximus provides a variety of benefits to employees, including health insurance coverage, life and disability insurance, a retirement savings plan, paid holidays and paid time off. Compensation shall be commensurate with job duties and relevant work experience. An applicant’s salary history will not be used in determining compensation.

401k Matching/Retirement savings, Disability Insurance, Health Insurance, Life Insurance, Paid holidays

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